Sr. ServiceNow Project Manager/Product Owner

About the role

Congressional & Government Information Systems (CGI) is a leading provider of IT services and solutions. This role is within the ServiceNow Program Office at CGI Federal, focusing on leading enterprise transformation initiatives.

Responsibilities

• Serve as the Project Manager / Product Owner, defining vision, roadmap, and priorities for key ServiceNow capabilities.
• Support planning and delivery of ServiceNow enhancements and enterprise initiatives across areas such as IT Service Management (ITSM), Enterprise Architect (EA), IT Asset Management (ITAM), Strategic Portfolio Management (SPM).
• Facilitate Agile ceremonies including backlog grooming, sprint planning, stand-ups, demos, and retrospectives.
• Conduct requirements sessions, interviews, workshops, and process mapping with stakeholders across the organization.
• Develop user stories, acceptance criteria, functional specifications, process flows, and feature documentation.
• Collaborate closely with architects and developers to ensure implementation aligns with business needs.
• Recommend process improvements, workflow optimizations, automation opportunities, and user experience enhancements.
• Support change management activities including communications, training materials, knowledge articles, and stakeholder readiness.
• Partner with analytics teams to create dashboards, KPIs, and reporting to track performance and adoption.
• Maintain clear documentation including requirements, design artifacts, release notes, training guides, and testing results.
• Ensure all platform enhancements comply with federal security, accessibility, and data governance requirements (e.g., Section 508, NIST, FedRAMP).

Requirements

• Bachelor's degree and a minimum of 7 years of relevant professional experience.
• 8+ years of experience in IT project or product management, with over 4+ years focused on ServiceNow.
• Strong understanding of ServiceNow modules including ITSM, ITOM, ITAM, SPM, CMDB/CSDM, and Service Portal.
• Cloud Management Platform experience.
• Demonstrated experience managing Agile delivery teams and working with cross-functional stakeholders.
• Strong analytical, facilitation, and communication skills with the ability to translate business needs into actionable technical requirements.
• Experience delivering enterprise initiatives within government or large-scale organizations.

Qualifications

• To be successful in this role, candidates must have the ability to obtain and maintain a Public Trust clearance.
• Experience with ServiceNow certifications such as: Certified System Administrator; Certified Implementation Specialist (e.g., ITSM, ITOM, ITAM, SPM).
• PMP, SAFe PO/PM, Scrum Master, or similar Agile certification.
• ServiceNow certifications such as: Certified System Administrator; Certified Implementation Specialist (e.g., ITSM, ITOM, ITAM, SPM).
• Experience with enterprise architecture, data modeling, and workflow automation.
• Familiarity with federal IT governance, accessibility standards, and security frameworks.

Benefits

Competitive compensation, comprehensive insurance options, matching contributions through the 401(k) plan and the share purchase plan, paid time off for vacation, holidays, and sick time, paid parental leave, learning opportunities and tuition assistance, wellness and well-being programs.